Trip.com Group
Client Success Manager, Trip.Biz EMEA & NAM
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Client Success Manager, Trip.Biz EMEA & NAM
About Trip.com Group
Founded in 1999, listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider, encompassing platforms such as Trip.com, Ctrip, Skyscanner, and Qunar.
Our integrated solutions connect travellers worldwide with exceptional travel products and services by partnering with industry leaders. With four Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 service in 19 languages.
Our team of over 30,000 talented employees spans 30 countries across Asia, Europe, the Americas, and Oceania. We thrive on innovation, aiming to become the world’s leading and most trusted family of online travel brands, empowering travellers to create perfect experiences at the best possible prices.
Introduction: Client Success Executive
The Client Success Team plays a pivotal role in driving client retention and growth through innovation and scalability. This fast-paced team focuses on launching, refining, and expanding corporate travel solutions.
Collaborating closely with Senior Business Development Managers, you’ll support day-to-day operations while assisting the General Manager with administrative tasks.
Key Responsibilities
Client Relationship Management
- Develop strong, lasting relationships with key clients through regular communication and meetings.
- Act as the primary point of contact for clients, delivering timely, accurate information and updates.
- Identify and anticipate client needs and expectations, ensuring exceeding expectations through tailored solutions.
Revenue Growth & Client Advocacy
- Upsell and cross-sell offerings to increase revenue.
- Identify account growth opportunities through renewals, strategic partnerships, and enhanced service delivery.
- Negotiate contract renewals with existing clients to ensure continued satisfaction and profitability.
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** Strategic Account Development**
- Conduct quarterly business reviews to align programs with strategic goals.
- Develop and implement account strategies to foster higher wallet share, deeper engagement, and client loyalty (stickiness).
- Analyze profitability and recommend enhancements to optimise return on investment.
Stakeholder Collaboration & Innovation
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campaigns for corrective actions related to client needs;
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work with relevant internal stakeholders to ensure timely implementation;
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provide accountability for both client satisfaction and financial profitability;
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Translate client feedback into actionable solutions, collaborating with teams such as Operations, Finance, and Marketing for seamless delivery.
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Mentor junior account managers, sharing best practices to build a strong, capable team.
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Stay updated with industry trends and competitors’ offerings to drive continuous improvement.
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Identify new key clients along with the Sales team and convert prospects into long-term partnerships.
What You’ll Need to Succeed
Education & Language Skills
- University degree (or equivalent experience). An MBA is advantageous but not required.
- Fluent English plus (Chinese-speaking skills are a strong plus but not mandatory).
Technical & Work Experience
- 2–3 years’ experience in consulting firms or as a business analyst would be ideal.
- Proficient in Excel, PowerPoint, and related software for daily operations.
Soft Skills & Mindset
- Excellent interpersonal and communication skills; adaptable approach to different stakeholder needs.
- Strong learning attitude—insatiable drive to grow and stay hungry for success.
- Self-motivated, able to work independently with minimal supervision.
- Highly organised, ensuring meticulous follow-up and handling of deadlines.
- Willingness to travel internationally when required.
- Resilience: tenacity to overcome challenges with a can-do attitude.
- Street-smart, naturally inspirational, and ambition to improve corporate travel.
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Key Behaviours in Our Culture
✔ Eagerness to learn and innovate – continuously seeking ways to improve yourself and our processes ✔ Integrity – central to how we conduct business and build trust ✔ Passion for enhancing travel – a commitment to making the corporate travel experience exceptional ✔ Global mindset – cultural fluency and adaptability to work on diverse teams
Why Join Trip.com Group?
Trip.com Group offers unlimited potential for personal and professional growth, built on an inclusive, global culture. Whether travelling for career or adventure, you’ll find community and opportunities to redefine your path in a fast-growing international company.
Career Growth & Global Mobility
- Abundant career opportunities reflecting our rapid international expansion.
- Encouragement for internal transfers and a global job rotation program for long-term development.
- Leadership and skill-building programs to help you excel.
Work-Life Harmony & Workstyle
- Flexible work arrangements, designed to balance productivity and well-being.
- Legal holidays & festivals celebrated with unique company-sponsored initiatives, plus fun team-building activities.
Ready for Your Next Adventure?
**Discover more at https://careers.trip.com and join our journey today!
Have a great trip—see you soon! 🌍✈️
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